Patient Service Representative - FT - Days - Cancer Clinic @ MV

El Camino Health•Mountain View, CA

About The Position

The Patient Services Representative is the primary point of contact for patient electronic scheduling and registration, coordinating schedules for patients and providers. The role works with patients, families, providers, and clinical and non-clinical staff to coordinate the patient’s experience when accessing healthcare. The representative interviews patients by telephone or in person to schedule and register them, establishes eligibility, verifies benefits, identifies and collects co-payments as appropriate, and obtains authorizations when assigned. They communicate patients’ out-of-pocket responsibilities in a patient-friendly manner. The role also supports registration by collecting, verifying, and updating patient demographic and guarantor information; verifying insurance eligibility and benefits; managing referrals; and running patient estimates using the Price Estimator Tool. Scheduling duties include answering calls, making appointments, monitoring provider-schedule access issues, communicating issues to the Supervisor, and ensuring procedures, treatments, and tests are scheduled for the required time and make effective use of clinical resources. The representative contributes to patient satisfaction initiatives and process improvement, providing a high-quality experience with every interaction. They facilitate appointment scheduling and preregistration at one point of contact, provide appropriate service instructions, explain financial liability, and direct patients to the Hospital Service Department before their visit. May perform other duties as assigned.

Requirements

High school diploma required.
Two years of medical office or medical insurance experience.
Clear, courteous, and pleasant communication skills, with appropriate grammar, pronunciation, and tone.
Excellent customer service skills.
High level of self-motivation and goal orientation, with the ability to multitask.
Team-oriented approach.
Positive, open-minded attitude and focus on continuous improvement.
Ability to learn new processes, procedures, and software programs quickly while maintaining attention to detail and accuracy.
Analytical and problem-solving skills.
Proficiency with Microsoft Office and comfort navigating multiple applications simultaneously.
Ability to type 25 words per minute.

Nice To Haves

Associate degree preferred.
Scheduling or hospital registration experience preferred.
Knowledge of government and commercial insurance programs, third-party payors, Medicare, Medi-Cal, and other regulations is a plus.

Responsibilities

Serve as the primary point of contact for patient electronic scheduling and registration.
Coordinate schedules for patients and providers and support the patient’s experience throughout access to healthcare.
Interview patients by telephone or in person to schedule and register them.
Establish eligibility, verify benefits, identify and collect co-payments as appropriate, and obtain authorizations when assigned.
Communicate patients’ out-of-pocket responsibilities in a patient-friendly manner.
Collect, verify, and update patient demographic and guarantor information.
Manage referrals and run patient estimates using the Price Estimator Tool.
Answer incoming calls and make appointments.
Monitor provider-schedule access issues that affect patient satisfaction and communicate issues to the Supervisor.
Ensure schedules appropriately use clinical resources and that procedures, treatments, and tests are scheduled for the required amount of time.
Participate in patient satisfaction-related process improvement activities and provide a high-quality contact experience.
Facilitate appointment scheduling and preregistration at one point of contact; provide service instructions, explain financial liability, and direct patients to the Hospital Service Department before the visit.
Perform other duties as assigned.